Director, Infrastructure and IT Operations

SUMMARY OF QUALIFICATIONS

Resourceful, methodical, and results-driven professional, with comprehensive experience in information systems management, process development, and staff supervision and training. Expert at formulating plans and leading the entire Information System Department to initiate cost-effective systems and efficient computer operations in line with set-forth guidelines. Armed with proven expertise in spearheading optimization initiatives that focus on productivity and efficiency. Recognized for the ability to interact with all levels of individuals, establish rapport, and deliver successful strategies while exceeding objectives and expectations.

CORE COMPETENCIES

Process Assessment, Adoption, Implementation

User/Technical Support System Implementation

Risk Identification and Mitigation

Network and System Administration

Asset Lifecycle Tracking

Standards and Regulatory Compliance

RELEVANT EXPERIENCE

NextGen Healthcare Information Systems – Atlanta, GA

Director of Information System: 2017–2019

Ensured improved and continuous support to end users through ITIL, which included the automation of ticket and call distribution and integration of Slack to the ticketing system; thus reducing time to resolution of incidents by 40%.

Developed two new supervisor positions to more effectively manage 18 members located throughout the US and improve the service to 2700 global users.

Conducted site visitation in Bangalore, India to align IOPS process and procedures.

Implemented the acquisition process on three newly acquired companies within San Diego, California, Rochester, New York, and Traverse City, Michigan with a combined total of 250 users proving the process was effective.

Efficiently handled budget of all enterprise hardware and software, including asset lifecycle and tracking which, decreased costs by implementing hardware standardization enabling the leveraging of better pricing on purchases.

Overhauled the fragmented employee onboarding process by engaging the One HelpDesk thereby reducing onboarding fulfillment from average of 4 weeks to 1 week.

Senior Manager of Information System: 2015–2017

Capitalized on industry expertise by integrating nine acquisitions of IOPS into one system with approximately 800 users:

-Classification of each location’s processes;

-Close collaboration with stakeholders in all locations;

-Modification of toolset in accommodating additional duties; and

-Incorporation of each location to the shared service model.

Designed acquisition process for companies to effectively assist end users, as well as other sites with no local technicians.

Demonstrated hands-on leadership directly to 22 technicians across the globe, as well as to the office relocation of 180 users.

Earned Exemplary and Exceeds Expectations rating in the company’s annual performance review.

Manager of Information System: 2013–2015

Established unified internal support process and shared service model (One HelpDesk), which entailed preparing Skills Matrix of service desk technicians for unified training and escalation roadmap/point of contact as technicians’ guidelines.

Implemented unified asset management process; unified performance metrics for support technicians; and unified change management process.

Recognized need and built an enterprise-wide change management for IOPS.

Senior Supervisor of Information System: 2009–2013

Effectively supervised IOPS engineers and administrators through the following initiatives:

-Management of four local direct reports and four direct reports in Horsham, Pennsylvania;

-Facilitation of weekly WebEx video conferences and site visitation for team collaboration; and

-Creation of performance dashboard in illustrating work-type breakdown.

Created a MS Project Web Server for IOPS to set accurate expectations to stakeholders and enable the development of key performance indicators.

Designed and executed SharePoint for the enterprise, which benefitted all users; offering a centralized location for all department’s processes and policies: contributing to the company’s process maturation: and standardizing technical procedures throughout the company.

Supervisor of Information System: 2004–2009

Formulated a business proposal to augment IS staff in Atlanta, such as network administrators and helpdesk technicians.

Combined IS teams in Atlanta, Georgia and Horsham, Pennsylvania, accountable for all network resource/projects and collaborated with service desk manager and lead engineer.

Directed and strategized office expansion in accommodating 150 users, including server room migration, WAN hot cut, and facility access control.

Drafted unified information system policies and procedures essential in creating a unified IOPS model.

Earned Certificate of Excellence from the Atlanta office for making major contribution to the company.

Earlier Positions Held:

Network and System Administrator 2001—2004

EDUCATION

Coursework toward Bachelor of Arts in English, Minor in History

East Carolina University – Greenville, NC

PROFESSIONAL DEVELOPMENT

Training/Courses

Myers-Briggs Type Indicator to Facilitate Better Communications with Team

Crucial Conversations to Facilitate Communicating Difficult Topics

Certifications

ITIL Certified Amazon Web Services (AWS) Certified Cloud Practitioner

ACTIVITIES

Member, Atlanta SPIN Volunteer, Advanced Intermediate Emergency Medical Technician

Volunteer, Hippotherapy Volunteer/Foster Fail, Animal Rescue

TECHNICAL ACUMEN

Platforms/Servers:

AV Server NT4 to Server EMC SANS IBM SANS Microsoft Exchange Server Microsoft SQL Microsoft Terminal Services

Library/ Languages:

ITIL Certified Amazon Web Services (AWS) Certified Cloud Practitioner

Applications/Tools:

Veritas ManageEngine Service Desk Plus RSA Slack Admin/Bot and Integration Bria Softphones O365 Adobe Creative Suite (Photoshop, Captivate) GIMP LastPass Administrator for Enterprise Honeywell Facility Access Controls Microsoft Power BI Microsoft SharePoint Microsoft Project Microsoft Office Suite Microsoft ISA Firewall and VPN Appliance ADPVantage Taleo SAP Salesforce Confluence

Operating Systems:

Windows 10, Mac OSX, Chrome OS

Software/Programs:

Checkpoint ADP Perforce VSS Citrix Cisco IOS SpartaCom

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